If your browser is stuck on a message from CLEAR, follow the onscreen instructions to view the message and
provide any requested information.
CLEAR recommends that you remove the CLEAR Stick Atlas from the computer’s USB port when restarting
your computer. Once your computer has restarted, re-insert your CLEAR Stick into the computer’s USB port.
Some computers continue to supply power to the USB port when the computer is in Sleep or Hibernate
Mode. In such cases, the CLEAR Stick will remain on. If this occurs make sure your computer is connected to
AC Power, or remove the CLEAR Stick from the USB port, in order to avoid draining your computer’s battery.
If your CLEAR Stick appears to be connected to CLEAR 4G (one or more solid
Blue
signal strength LEDs and a
Green
Status LED), but you cannot connect to the Internet AND you are using a Windows® 7 or Vista
computer, see the section below titled:
How to Recognize and Resolve the Known Microsoft RNDIS Issue Affecting Some Windows® 7 and Vista Users
If you are not using Windows 7 or Vista or the known Microsoft symptoms are not present on your Windows 7
or Vista computer, take the following steps:
1.
Remove the CLEAR Stick from your computer’s USB port
2.
Wait 5 seconds
3.
Reinsert the CLEAR Stick into your computer’s USB port, wait for the device to connect to CLEAR 4G
4.
Attempt to browse the Internet
If you still cannot connect to the Internet, go to the Administration Area of the CLEAR Stick and select “Help”
then select “Return to Factory Settings”. Reply “Yes” when prompted. The device will restart and connect to
CLEAR 4G.
If you still cannot connect to the Internet or you cannot get to the Administrative Area of the device, contact
CLEAR Customer Support at clear.com/support or by calling 877-956-4056.
If you are in a known CLEAR 4G coverage area and your CLEAR Stick appears to be stuck (no LEDs illuminated
or the Status LED is shows
Amber
with one or none of the
Blue
Signal Strength LEDs illuminated, take the
following steps:
1.
Remove the CLEAR Stick from your computer’s USB port
2.
Wait 5 seconds
3.
Reinsert the CLEAR Stick into your computer’s USB port, wait for the device to connect to CLEAR 4G
4.
Attempt to browse the Internet
If your CLEAR Stick remains unresponsive, go to the Administration Area of the CLEAR Stick and select “Help”
then “Return to Factory Settings”. Reply “Yes” when prompted. The device will restart and connect to CLEAR
4G.
Troubleshooting
Important Message From CLEAR
Can’t Connect To The Internet
The CLEAR Stick Appears “Frozen” or “Stuck”
Restarting Your Computer With The CLEAR Stick Inserted
The CLEAR Stick LEDs Remain On When The Computer Is Off
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